Contact Centre Supervisor: Telesales

SUMMARY:
The Role:

The Team leader (Aftersales) will be responsible for the management and performance of a team of call centre agents. The team leader will create an effective support team and strong business partnerships and in addition manage the relationship with the customers relative to the agreed and signed off Service Level Agreements (SLAâ??s) ...

POSITION INFO:
The Role:

The Team leader (Aftersales) will be responsible for the management and performance of a team of call centre agents. The team leader will create an effective support team and strong business partnerships and in addition manage the relationship with the customers relative to the agreed and signed off Service Level Agreements (SLAâ??s) and required sales targets.

Main Responsibilities (including but not limited to):

•  Achieve the sales team quotas
• Achieve the daily target
• Achieve monthly target
• Drive and achieve all key KPIs (Conversion ratio, FCR, NPS)
• Manage churn rate and ensure that the agents are not diluting the revenue
• Conduct daily huddles with your team to motivate and address identifies performance and behavioural gaps
• Makes sure there is a development plan for all your agents â?? coach the agents everyday to ensure positive results
• Address all misconduct and incapacity related issues within your team and the call centre at large
• Ensure that conversion targets are achieved as per company requirement
• Handle all inbound sales requests to enhance the customer experience
• Aim to resolve all matters upon first contact (First call resolution)
• Work with team members in order to increase motivation and drive results
• Take any escalated calls from clients and deal with them in a courteous and professional manner
• Take responsibility for personal development
• Promote service delivery
• Interface with support teams on any problem areas
• Manage and track media correspondence within the team (Email, Faxes, Phone calls)
• Retain ownership of and manage customer queries within turnaround times
• Escalate and manage customer queries as required
• Encourage a fun, competitive and productive atmosphere within the team
• 100% case ownership and contact management
• Capturing information according to set data standards
• Make sound judgements in the interest of the customer and team as and when required within scope of responsibility
• Lead Prospect Management
• Project Management
• Develop, contribute to and maintain the teams score card and KPIâ??s
• Coach staff
• Ensure that staff are well equipped with training â?? assess and identify training needs

KNOWLEDGE AND SKILLS:

•  Must have Excel experience
• Strong understanding of the telesales/Retentions/Saves markets and the ability to deliver against targets set by the customer or the business
• A successful track record in leading/Supervising an inbound/outbound Telesales operation, meeting targets delivering premium customer service with a minimum of 2 yearsâ?? experience
• A successful track record in Telesales with a minimum 3 yearsâ?? experience

EDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY:

• Grade 12/Matric
• English and a Second language
• MS Office

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